engagementIndex is now tracking over 1500+ Businesses to help improve customer care on Twitter

Posted on by Mark

engagementIndex is now tracking over 1500+ Businesses to help improve customer care on Twitter

Really pleased to announce that we are now tracking over 1500+ businesses on Twitter and measuring their twitter customer service performance. We are now tracking the engagementIndex customer care scores on:-

The list of businesses and different categories is forever increasing. Insurance, Phone makers, email software, social media sites, price comparison, social media dashboards and broadband companies to name just a few.

We are always interested in talking to journalists and bloggers who write about specific industries together with the angle of customer care / twitter / social media. We have tons of data and are happy to share that data as long as it is attributed as coming from us. We would also encourage you to use our data again as long as you attribute that data as coming from us.

engagementIndex – raising the customer care bar for businesses on Twitter

Posted on by Mark

engagementIndex – raising the customer care bar for businesses on Twitter 

Things on the surface may have looked quiet, but underneath Chris my co pilot has been working really hard to bring about the next round of important updates and changes to our site. I am now really pleased to announce that all the results are now 100% public.

Simply type the name of the business into the search box and hey presto, if we are tracking them their engagementIndex customer care score will appear. You can immediately see their daily scores together with the amount of tweets aimed at them that they replied to and how many they ignored. You can also change the date range to look at other specific dates or ranges of dates. You can also click on an individual blue bar to drill further down to an hourly view of that day.

We are now tracking over 1500+ companies and will be adding more features over the next few weeks / months which will include the ability to create your own comparison graphs where you personally select several companies results and we will  also be adding more graphs and tables which will show more data for companies.

To give you an idea on which other sectors we are tracking, these include:- US Retailers, UK Department stores, UK Theme Parks, UK Retailers, Car Manufacturers, Councils, Restaurants, Cruise Lines, Charities, and so so  many more…So keep an eye out as over the next few weeks, all these sectors will be live and searchable from our site.

Customer care engagementIndex scores on Twitter – an Update

Posted on by Mark

Customer care engagementIndex scores on Twitter – an Update

Well it has certainly been a manic few weeks. We launched the engagementIndex – the 1st customer care scores for businesses on Twitter approx 3-4 weeks ago and it certainly has kept us very busy. The great thing is that myself and Chris have adopted a lean start up approach. This means that we don’t waste too much time building and making things we don’t know people want, we test things very quickly, get feedback and then implement or not, and also just keep getting things out there and then taking on board all the feedback, ideas and suggestions etc..

We both believe that our focus is on providing our clients with the very best customer care engagementIndex score system that we can. Part of the way we will achieve that is by listening, learning, and above all not being frightened to get ideas and things out there. The best way in our view to get a perfect product is not to build it in a laboratory until you think its perfect. But to build something, test it, and then launch it. Its the getting it out there that provides invaluable data, ideas, suggestions, validation of the idea. Its that that makes the product grow and become better.

We are now tracking 6 industry sectors which includes:- Airlines, UK Banks, Mobile Operators, UK Supermarkets, UK Train operators and UK Utility Companies. We update these scores on a regular basis so you can see how those companies in those sectors are performing in relation to customer care on Twitter

We have also been working with quite a number of companies and providing them weekly data reports on their customer service delivered via Twitter. I am pleased to say that some of the companies that we have been working with include:- Tesco’s, Greater Anglia Railways, London Midland Railways, Ovo Energy, Booths Country and Virgin Bank. It has been great for us to have these companies really challenging us on our algorithm, what we are measuring and why. This is great for us as it has validated to us our algorithm and yes it may evolve over time but in essence what we have been measuring has been shown to be very accurate and informative.

It is also great to be working with those companies and others to help them raise their levels of twitter related customer care. That is after all why we set up the engagementIndex in the 1st place.

So, what’s next? We are busy building a private area on our site that will allow clients to have their own dashboards. I wont spoil the surprise in announcing what we will have in there, but suffice to say that it will evolve over time and will encompass all sorts of graphs, numbers, options, and the ability to really interrogate the data we provide for you.